Operations Supervisor

Oversees and coordinates activities of agents providing telephone, email and other types of customer support services. We are looking for a competent person to organize and direct the agents. You will be responsible for assessing their work and giving them feedback to maximize performance.

Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.

Now hiring for our Montego Bay Office:

Operations Supervisor

Job Summary:

Oversees and coordinates activities of agents providing telephone, email and other types of customer support services. We are looking for a competent person to organize and direct the agents. You will be responsible for assessing their work and giving them feedback to maximize performance. The ideal candidate must possess great communication skills and be able to lead and motivate. You will be organized and reliable as well as results-oriented. The goal is to achieve excellent performance from your team that will bring sustainable business growth.

Specific Duties:

• Ensure adherence to Guidelines, regulations and processes where applicable while exercising judgment and reasoning abilities in order to solve problems.
• Monitor productivity of agents and generates reports
• Respond to emails from customers and client
• Take escalated calls(internally) and act as supporting cast to agents
• Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets
• Answer questions and recommends corrective services to address customer complaints
• Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
• Maintain harmony among workers and resolve grievances
• Assist in the formulation of targets for individuals and team
• Hire and onboard new employees
• Devise ways to optimize procedures and keep team motivated
• Measure performance with key metrics such as call/chat abandonment, calls/chats waiting etc.
• Ensure adherence to policies for attendance and established procedures to follow through
• Perform other related duties and assignments as required.

SKILLS REQUIRED:

• Strong leadership skills and the ability to motivate agents toward achieving results
• Demonstrated proficiency in using Microsoft Office Suite of tools
• Ability to communicate with customers at various technical levels orally and written
• Demonstrated time management skills and ability to act on own initiative
• Ability to work flexible schedules (including weekends, late nights, overnight and public holidays)
• Knowledge of performance evaluation procedures
• Excellent written and verbal communication skills in English
• Ability to work under pressure

EDUCATION:

• Associate Degree or equivalent level

EXPERIENCE:

• 2 years' Call Centre Supervisor level experience or above (Within the Airline industry and Reservations are a plus).
• Strong Sales, Collections and Customer Service experience preferred.
• Experience in a multi-channel environment.

All applicants should be 18 years or older and must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.

Only short-listed applicants will be contacted